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Secure Messaging

CareLaunch's Secure Messaging system provides a patient-centric communication platform that enables secure interactions between healthcare providers and administrators around patient care.

Overview​

The messaging system enables:

  • Patient-centered conversations
  • Role-based access control
  • Message tracking and notifications
  • Secure conversation management
  • User-specific message handling

Features​

Conversation Management​

CareLaunch organizes messages into patient-specific conversations:

  1. Creating Conversations

    • Start new patient conversations
    • Add relevant subject lines
    • Include initial messages
    • Set conversation watchers

  2. Viewing History

    • See complete message history
    • Track conversation timeline
    • View participant activity
    • Monitor read status

Message Controls​

The system includes several message management features:

  1. Sending Messages

    • Compose new messages
    • Attach to patient context
    • Notify relevant participants

  2. Status Tracking

    • Mark messages as read/unread
    • Track message delivery
    • Monitor participant engagement
    • Bulk status updates

Using Secure Messaging​

Messages are accessed from the sidebar under Messaging → Inbox (your conversations) or Messaging → Team Inbox (see Team Inbox below).

Starting Conversations​

There is no "New Conversation" button in the inbox. Start a conversation from the command bar with Compose Message, or with New on a patient's conversations. From the command bar, the New Conversation form asks for the Patient, a Subject, any Watchers to include, and the first message.

Managing Messages​

  1. Reading Messages

    • Click on conversation to view
    • Messages display in chronological order
    • Read status is tracked automatically
    • Unread count shown in navigation

  2. Responding to Messages

    • Type your reply in the inline composer at the bottom of the conversation
    • Send to all participants

  3. Message Actions

    • Filter the list with the Open, Unread, Archived, and Snoozed chips at the top
    • Mark as unread (from the ⋮ menu) to flag a conversation for follow-up
    • Snooze a conversation (1 hour, 4 hours, tomorrow, or next week) to temporarily hide it from your inbox
    • Archive a conversation to move it out of your open list, or Unarchive it to bring it back
    • Change status with the status dropdown (Open, In Progress, On Hold, Completed, Archived)
    • Remove from conversation (from the ⋮ menu) to stop watching a conversation
    • Delete a conversation. For HIPAA retention, this archives the conversation instead of permanently deleting it.
    • Delete message on an individual reply removes that message permanently

Notification Integration​

Messages integrate with the notification system:

  1. New Message Alerts

    • Email notifications
    • SMS alerts
    • In-app notifications
    • Based on user preferences

  2. Watcher Updates

    • Notifications for watchers
    • Activity summaries
    • Status changes
    • Patient updates

Urgency Scanning​

Urgency scanning is off by default. An administrator can turn on AI-Powered Message Urgency Scanning (External Service) under Settings > Organization. When it's on, the content of new messages is sent to an external AI service to assess urgency, and conversations it flags show an urgency chip in the inbox and conversation header. Confirm this fits your organization's policies before turning it on.

Team Inbox​

The Team Inbox (Messaging → Team Inbox) shows conversations for patients whose care team you belong to, even when you weren't a direct recipient. This helps ensure coverage when team members are unavailable. It's shown to Platform Admins and Organization Admins, and isn't shown on solo practices.

Access Control​

Role-Based Permissions​

  1. Administrative Access

    • Platform Admin rights
    • Organization Admin control
    • Instance Admin management

  2. User Authorization

    • Patient access validation
    • User permission checks
    • Role verification
    • Context security

Best Practices​

Message Management​

  • Keep conversations focused
  • Use clear subject lines
  • Maintain professional tone

Security​

  • Verify patient context
  • Check recipient list
  • Monitor access logs
  • Follow privacy guidelines